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How do you prioritize which jobs get same-day service?

Sylvia Chen

We hit capacity issues every summer and I need a better system than "whoever yells loudest."

Current setup:

  • Emergency = safety hazard, no heat/ac in extreme temps, active water leak
  • Same-day = everything else requested today

The problem: my dispatchers are making judgment calls that aren't consistent. One customer's "small leak" is another's "flooding emergency."

Looking for a framework others use. Do you score jobs? Tier by customer? Revenue threshold?

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  • Another way to think about this: what are you optimizing for? Brandon's model optimizes for revenue retention and contract value. Ray's optimizes for operational simplicity and liability avoidance. Both are valid depending on your business priorities.

    We've found that customer lifetime value is a better predictor than current contract tier. A standard-tier customer who's been with us 8 years and refers neighbors is worth more than a gold-tier customer who churns every 18 months. We weight tenure and referral history in our scoring now.

    The real test: can you explain your priority decision to an angry customer on the phone and have them accept it? If not, your criteria aren't defensible enough.

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  • Another way to think about this: what are you optimizing for? Brandon's model optimizes for revenue retention and contract value. Ray's optimizes for operational simplicity and liability avoidance. Both are valid depending on your business priorities.

    We've found that customer lifetime value is a better predictor than current contract tier. A standard-tier customer who's been with us 8 years and refers neighbors is worth more than a gold-tier customer who churns every 18 months. We weight tenure and referral history in our scoring now.

    The real test: can you explain your priority decision to an angry customer on the phone and have them accept it? If not, your criteria aren't defensible enough.

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